By  David Dungay

October 15, 2025

Medallia’s Mike Debnar says it is Time to Take Action in the Moment

At the recent Experience KSA event, the New Metrics experience managment event held with Medallia, CXM spoke to Mike Debnar, VP…

Experience KSA 2025 - Powering Vision 2030 Through Data, Technology & Human Insight

October 15, 2025

Experience KSA 2025 – Powering Vision 2030 Through Data, Technology & Human Insight

The Ultimate Guide to Employee Experience Building Engaged, Productive Workforces

October 13, 2025

The Ultimate Guide to Employee Experience: Building Engaged, Productive Workforces

October 10, 2025

Event Report: Engage Customer Experience Summit, London

October 09, 2025

AI Eases Burnout on the Frontline but Fuels a Different Kind of Stress

October 06, 2025

Transforming Business Culture – Lessons from Ian Fishwick

October 01, 2025

Opticon25 Highlights Marketing Experimentation and Bandits

September 30, 2025

Brits Are Turning to ChatGPT for Their Next Pint Spot

Customer Experience

UK Consumers Resist AI Customer Support Unless It Comes with a Discount

October 16, 2025

UK Consumers Resist AI Customer Support Unless It Comes with a Discount

Why Advertising’s Obsession with Gen Z Isn’t Working

October 16, 2025

Why Advertising’s Obsession with Gen Z Isn’t Working

By  David Dungay

October 16, 2025

Tawuniya Shares the Importance of Top-Down CX Transformations

The CXM team are seeing more transformation stories coming from the Saudi region than ever before. This week, at Experience KSA…

podcast
Stream all episodes here

Employee Experience

Employee Pulse Survey Masterclass: How to Ask Better Questions, Act Faster, and Close the Loop

October 15, 2025

Employee Pulse Survey Masterclass: How to Ask Better Questions, Act Faster, and Close the Loop

voice

October 15, 2025

Voice-Based AI Interaction Could Upgrade Employee Engagement

The Employee Experience Platform: The Complete Guide for Modern Workplaces
By  David Dungay

October 16, 2025

The Employee Experience Platform: The Complete Guide for Modern Workplaces

Work has changed. On a Monday morning, a new hire tries to reset a password, files an IT ticket, waits,…

Subscribe to newsletter



    Events

    CX World Forum

    Next Events
    October 22, 2025
    CX Solutions Summit
    London, UK
    October 28, 2025
    Customer Contact Week For Government GovCC
    Hyatt Centric, Melbourne, Victoria
    October 28, 2025
    Treasure Data CDP World Las Vegas 2025
    Red Rock Rersort, Las Vegas
    October 28, 2025
    Pharma Customer Engagement Europe 2025
    London, UK

    Digital Experience

    salesforce agentforce 360
    By  Geoff Spick

    October 15, 2025

    Dreamforce 2025 Delivers Agentforce 360 and New Slack

    Salesforce’s Dreamforce event is live in San Francisco this week with a raft of new product announcements as it delivers…

    The State of AI Fraud and Privacy Report, based on a survey of 300 fraud and technology leaders, paints a troubling picture of how AI has reshaped cybercrime. From phishing emails generated by large language models to automated bot attacks that mimic human behavior, fraud has become faster, cheaper, and harder to trace. Ninety-nine percent of respondents reported losses from AI-enabled attacks in the past 12 months, with the average annual cost per company sitting around $414,000. But the impact isn’t just financial—93% of fraud teams say operations have been disrupted, with many struggling to keep up with manual reviews and false positives. The strain is particularly visible in the B2B SaaS industry, where 62% of organizations have seen a sharp rise in manual fraud checks as bots overwhelm existing systems. Privacy Regulations Tighten the Net Adding to the challenge, privacy-first technologies are making it harder for fraud teams to do their job. Shifts like Apple’s Intelligent Tracking Prevention, along with VPNs and stricter browser privacy settings, have dismantled the digital fingerprints companies once relied on to verify users. More than three-quarters of respondents (76%) said these privacy tools have impacted their ability to detect fraud, and 40% claim identification accuracy has dropped significantly as a result. Banks Lag, Fintechs Adapt The financial sector remains the biggest target for AI-driven scams. Fifty-four percent of banks report facing AI-powered fraud attempts—the highest of any industry. Yet banks also appear slower to modernize, with just one-third exploring AI-based fraud detection tools. Fintechs, by contrast, are moving faster. Over half (52%) say they’re already testing AI-powered defenses. Still, nearly half have faced attacks involving synthetic identities or forged documents, a growing trend among cybercriminals using generative AI to create convincing fake profiles. SaaS Firms Feel the Weight of Scale For SaaS providers, the issue isn’t just detection—it’s scale. High volumes of logins and privacy-conscious users make it difficult to distinguish between real and fraudulent activity. That’s led to more credential stuffing, session spoofing, and bot-driven takeovers, all requiring time-consuming manual reviews. Two-thirds of SaaS leaders still express confidence in their tools but admit they’re struggling to manage the workload that comes with these evolving threats. Fighting Back with Privacy-First Identification Despite the mounting costs, companies are not standing still. The report found that 90% of organizations plan to adopt more persistent, privacy-compliant identification tools within the next year. This shift aligns with a broader industry move toward frictionless security—moving away from traditional passwords and multi-factor authentication in favor of device intelligence that can silently verify trusted users. As AI continues to blur the line between human and machine behavior, businesses face an uncomfortable truth: the smarter the technology gets, the smarter the fraud becomes. And for many, the bill has already hit seven figures.

    October 14, 2025

    AI Scams Cost Businesses Up to $1M a Year

    October 14, 2025

    Cisco’s AI Readiness Index 2025 Reports “Mind the Gap”

    Airship Adds RCS Messaging to Strengthen Customer Communication

    October 10, 2025

    Airship Adds RCS Messaging to Strengthen Customer Communication

    Only 11% of U.S. Consumers Trust Their First Search

    October 08, 2025

    Only 11% of U.S. Consumers Trust Their First Search

    Trending Stories

    6 reasons why awards programmes deliver ROI

    Is your CX strategy obsolete? How AI is revolutionising customer insights

    Here they are: the top 50 CXMStars for 2025🏆

    5 technology predictions to supercharge customer experience in 2025

    CXMStars

    Public voting closes on CXMStars

    InVision group unites entire portfolio under new “Peopleware” brand

    Industry Reports

    Clientship

    Off the Record: The Real Story Behind CX

    Clientship

    The CX Transformation Journey:How Bravora Became a Customer-Centric Retail Leader

    Awards International

    Gulf Customer Experience Awards 2025: Key trends from this year’s nominations

    Latest Reports

    CX Accelerator Report

    The Art and Science of a Conversation

    It’s Time to Solve the Customer Experience Trilemma

    Drive Conversational Experiences For A Future-Ready Customer Support Strategy

    CRM AND SALES REPORT

    How CX Leaders Who Raise Their Game Are Driving Business Success